Assistant Operations Manager

Assistant Manager – Operations (Taguig)

Minimum Criteria

• Requires a Bachelor's Degree in any discipline or equivalent work experience.
• Current Team Executive, Trainer, QA, WFM, or equivalent leadership role preferred.
• No active corrective action within the last six (6) months.
• Consistently meeting or exceeding performance expectations.

Role & Responsibilities

Operational Leadership

• Leads and manages multiple teams to ensure achievement of operational, quality, member experience, productivity, and financial goals.
• Provides day-to-day leadership and direction to Team Executives and frontline teams.
• Ensures consistent execution of departmental strategies, policies, and procedures.
• Monitors key operational metrics and implements corrective actions to address performance gaps.
• Drives accountability across Team Executives through structured performance management and coaching.

People Leadership & Development

• Coaches and develops Team Executives to strengthen leadership capability and succession readiness.
• Conducts regular leadership calibrations, performance reviews, and talent discussions.
• Identifies high-potential employees and supports career development opportunities.
• Supports employee engagement initiatives to promote a positive and high-performing culture.
• Partners with Human Resources on employee relations, disciplinary processes, attendance management, and performance improvement plans.

Performance Management

• Reviews and analyzes operational performance including Service Level, QA, Attendance, Productivity, FCR, AHT, and Member Experience metrics.
• Establishes action plans to address operational risks and performance deficiencies.
• Oversees performance improvement initiatives and tracks effectiveness through measurable outcomes.
• Ensures performance expectations are communicated consistently and fairly across all teams.

Customer & Client Management

• Serves as escalation point for complex member and provider concerns.
• Resolves high-impact service issues while maintaining client satisfaction and business objectives.
• Works closely with internal stakeholders and client partners to ensure delivery excellence.
• Supports client meetings, business reviews, and operational reporting requirements.

Workforce & Business Management

• Partners with Workforce Management, Training, QA, and Operations leaders to balance staffing requirements and operational demands.
• Drives compliance with schedules, staffing plans, and productivity expectations.
• Reviews operational trends, identifies emerging risks, and develops mitigation plans.
• Supports seasonal readiness planning, contingency planning, and business continuity activities.

Continuous Improvement

• Identifies operational inefficiencies and leads improvement initiatives.
• Champions process standardization, automation opportunities, and best practice sharing.
• Uses data analysis and root cause methodologies to improve operational outcomes.
• Partners with Associate Director and senior leadership to implement strategic operational initiatives.

Compliance & Governance

• Ensures adherence to company policies, HIPAA requirements, client guidelines, and operational procedures.
• Maintains audit readiness and supports quality assurance initiatives.
• Reviews risk areas and implements corrective actions to prevent recurrence.
• Maintains accurate operational reporting and documentation.

Project & Change Leadership

• Supports implementation of new processes, systems, products, and client requirements.
• Leads operational readiness activities for business changes and project deployments.
• Acts as change champion to ensure successful adoption of new initiatives.

Leadership Continuity

• Serves as acting Operations Manager during periods of manager absence.
• Provides leadership continuity and ensures smooth business operations.
• Supports Director-level initiatives and strategic planning activities.

Educational / Professional Qualifications

• Bachelor's Degree preferred.
• Experience leading teams in a customer service, healthcare, insurance, BPO, or contact center environment.
• Demonstrated experience coaching leaders and driving operational performance.
• Lean, Six Sigma, Project Management, or equivalent certifications are advantageous.

Required Skills

• Strong leadership and people management skills.
• Advanced problem-solving and decision-making capability.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Excel, PowerPoint, Word, and Teams.
• Strong presentation and stakeholder management skills.
• Excellent verbal and written communication skills.
• Understanding of dental insurance principles, healthcare operations, and customer service delivery.
• Ability to influence cross-functional teams and drive organizational change.
• Strong coaching and talent development capabilities.
• Knowledge of workforce planning, quality management, and operational excellence methodologies.

Competencies That Will Be Assessed

Leadership & People Development

• Ability to motivate, coach, and develop leaders.
• Talent management and succession planning capability.

Decision Making

• Demonstrates sound judgment and operational risk management.

Business Acumen

• Understanding of Liberty Dental operations, customer experience, and business drivers.

Strategic Thinking

• Ability to identify opportunities, develop action plans, and drive results.

Stakeholder Management

• Ability to collaborate effectively with internal and external partners.

Role Suitability

• Demonstrated readiness for managerial responsibilities.

Selection Procedure

• Initial Interview: Human Resources – Frank Ventic
• Leadership Panel Case Study Presentation: Yvonne Reyes and Mylin Caberte, Rochelle Chico
• Liberty Dental Case Study and AD Interview: Rochellemarie Chico
• Final Interview: Johnanthony Misa

Assessment: Case Study Presentation and Leadership Interview.The Case Study will be provided after passing the HR interview and the candidate will have a deadline of 3 working days after receiving to be sent to the panel before the case study presentation.

Application Process & Timelines

Please apply for the position by clicking on the application link (to be provided by RMG).

The last date to apply is August 14, 2026.